Customer Service Director
- Toronto, Canada
Directs all aspects of the company's inbound sales, customer service, mailroom, and reception activities. Directs all aspects of the company's inbound call center activities including developing, implementing and directing telemarketing programs and procedures. Integrates e-commerce and direct marketing initiatives into the overall telesales strategy. Maintains up-to-date knowledge of industry practices and trends and implements new technology, programs and processes to continually increase the success of the company's telesales initiatives. Creates and directs a sales oriented business culture where the needs of the customer is the primary focus of all inbound sales staff. Establishes, implements and maintains strategy, policies and procedures for the inbound sales operations.
Develops and implements telesales programs and procedures to ensure overall sales objectives are met. Works closely with internal departments to communicate and to develop solutions that will increase sales and customer satisfaction. Develops department budgets and forecasts and manages expenses to approved budget. Manages to achieve productivity standards and recommends compensation and incentive programs. Drives accountability for customer service and call center standards, service level criteria and performance monitoring metrics. Performs duties normally associated with supervision including hiring, training, motivating, coaching and appraising performance of staff. Assists in difficult sales presentations and interfaces directly with customers as required. Develops and implements strategy to upgrade service, creating continuously improving levels of customer satisfaction and service excellence. Prepares regular and special service and sales reports that accurately measure results against current goals. * Designs and implements cross sell/upsell programs and incentives to increase performance results. * Implements continuous process improvements for call handling to increase customer satisfaction, customer retention, productivity, quality and profitability. Maintains appropriate system for control of confidential customer data and reports, orders, quotations, etc.
7+ years of direct experience in a telesales environment. Previous experience manager exempt and non-exempt positions within that environment. Strong aptitude and experience in managing and leading the sales process for inside sales. High sales aptitude Strong leadership skills High level of professionalism Four year College Degree in business or marketing.